Bob's new (and first) book is here!

The Power of a First and Lasting (Hospitality) Connection

Hospitality…delivered on a bus

What does a Seinfeld episode have to do with customer service?

Would YOU do business with YOU?

Customer Service 101…is not always 101 today!

Do you have a WOW Budget?

Do you follow DNDC when it comes to hiring?

Combining Hi-Tech with Hi-Touch to create a Rememorable Experience

How many times do I have to answer that?

Perception is 9/10ths of the law (and how to make it work in your organization)